Divisional Trainer, TPS (Management Analyst 4)

State of Washington; Tumwater (WA); On-site; USD 75,000 - 110,000; Full time

Job summary

State of Washington - Taxpayer Services Division is seeking a Divisional Trainer to design and deliver learning experiences, translate complex changes into guidance, and improve training across ATLAS and My DOR systems.

You will partner with colleagues and business leads to coordinate training, test system changes, and ensure accurate taxpayer assistance. A strong background in instructional design and public-sector training is essential.

Qualifications

• Demonstrated experience researching, evaluating, and interpreting complex business processes or system functionality.
• Demonstrated experience interpreting complex tax and license laws, policies, and rules in a public agency setting.
• Proven ability to coordinate, develop, implement, and deliver training programs across classroom, virtual, and resource-based formats.
• Strong technical writing skills for updating procedures or instructional materials.
• Ability to consult with management and cross-division partners to gather information and provide recommendations.
• Ability to communicate system updates and tax/legislation changes clearly to diverse audiences.
• Experience organizing multiple assignments in a fast-paced environment.
• Ability to analyze training effectiveness and adjust curriculum based on data.
• Ability to build collaborative relationships across divisions.
• Experience interpreting and communicating system changes and service pack rollouts.
• Ability to quickly learn new information and apply it to evolving systems.
• Demonstrate ethical leadership, professionalism and sound judgment.
• Provide professional service to internal and external customers.

Responsibilities

• Assess training needs and design practical learning experiences for Taxpayer Services employees, focusing on the Telephone Information Center.
• Develop, update, and deliver classroom, virtual, and resource-based training on tax and licensing processes and systems (ATLAS, My DOR, SEAP).
• Turn complex system changes into clear guidance employees can apply.
• Serve as primary instructor, classroom coach, and ongoing resource for staff.
• Coordinate training with supervisors, managers, and technical teams to minimize customer service impact.
• Develop test plans and evaluate system results to improve ATLAS and My DOR usability.
• Use QA findings and feedback to identify learning needs and improve procedures.
• Research issues and propose practical solutions affecting employees and stakeholders.
• Serve as business tester for ATLAS and My DOR projects as needed.

Skills

Training design

Teaching & coaching

Systems analysis

Technical writing

Communication

Public service

Tools

ATLAS

My DOR

SEAP

Job description

Attention Revenue! Are you energized by helping people learn, solving complex problems, and making public services work better?

Taxpayer Services Division (TPS) is looking for a Divisional Trainer (Management Analyst 4) to help Taxpayer Services employees build the knowledge and confidence they need to provide accurate, responsive service. Your work will directly support the systems, procedures, and learning resources employees rely on when assisting taxpayers and administering Washington’s tax and business licensing programs.

This opportunity is open to current Washington State Department of Revenue employees only.

This is more than a traditional trainer position. You will connect people, technology, and business processes. You will design and deliver learning experiences, translate complicated changes into useful guidance, evaluate training needs, contribute to system testing, and recommend improvements that strengthen service across the division.

You will join the Quality Assurance & Training team and collaborate with employees, supervisors, managers, technical teams, and business partners throughout the agency. The position offers meaningful public-service work, significant professional variety, and the opportunity to become a trusted resource on systems and processes that affect employees, taxpayers, and partner organizations.

In this role, you will:

• Assess training needs and design practical learning experiences for Taxpayer Services employees, with a primary focus on the Telephone Information Center.
• Develop, update, and deliver classroom, virtual, video, and resource-based training on tax and licensing processes and systems such as ATLAS, My DOR, Secure Access Washington, and DOR’s SAW Enabled Access Portal (SEAP).
• Turn complex system enhancements, legislative changes, policies, and procedures into clear guidance employees can understand and apply.
• Serve as a primary instructor, classroom coach, and ongoing resource for employees who need help navigating systems and business processes.
• Partner with supervisors, managers, trainers, technical teams, and business leads to coordinate training while minimizing impacts to customer service.
• Develop test plans and scenarios, evaluate system results, identify errors, and recommend changes that improve the stability and usability of ATLAS and My DOR.
• Use quality assurance findings, customer feedback, and operational information to identify learning needs and improve training, procedures, and service delivery.
• Research complex issues and recommend practical solutions that consider impacts to employees, customers, agency programs, and external partners.
• Based on division need, service as a business tester for ATLAS and My DOR projects and service pack upgrades.

You will likely succeed in this role if you:

• Communicate complex information clearly and confidently.
• Build credibility with employees, leaders, technical specialists, and business partners.
• Ask thoughtful questions and take initiative to learn unfamiliar systems or processes.
• Balance competing assignments without losing sight of deadlines or customer needs.
• Use data, feedback, and sound judgment to improve training and business practices.
• Are comfortable facilitating learning while also working behind the scenes on research, documentation, testing, and analysis.
• Approach public service with integrity, empathy, accountability, and respect for different experiences and perspectives.

This opportunity may be especially appealing if you want to broaden your influence beyond one program or work unit while continuing to develop expertise in training strategy, facilitation, systems analysis, quality assurance, and organizational change.

The required qualifications are key competencies that have been successfully demonstrated through experience or education. To join our team, you must possess the following knowledge, skills, abilities, and competencies:

• Demonstrated experience researching, evaluating, and interpreting complex business processes or system functionality, gained through progressively responsible work with enterprise systems such as ATLAS or similar technology platforms.
• Demonstrated progressive experience interpreting, applying, and explaining complex tax and license laws, administrative rules, case law, and agency policies, gained through roles involving tax administration, compliance, investigations, adjudication, or related regulatory work.
• Proven ability to coordinate, develop, implement, and deliver training programs, including classroom, virtual, and resource based training, acquired through experience as a trainer, power user, or instructional support professional.
• Progressive experience creating, updating, and maintaining procedures or instructional materials using strong technical writing skills that were developed through roles involving process documentation or policy development.
• Demonstrated ability to consult with management and cross division partners by gathering information, analyzing impacts, and providing recommendations, obtained through experience supporting projects, system enhancements, or operational changes.
• Proven ability to communicate complex system updates, tax and license updates, new legislation, training needs, or procedural changes in clear, concise language to diverse audiences, as evidenced by prior work conducting presentations, writing updates, or facilitating meetings.
• Demonstrated skill in organizing and prioritizing multiple assignments in a fast paced, deadline driven environment, gained through roles requiring coordination of competing priorities or project timelines.
• Proven ability to analyze training effectiveness and adjust curriculum based on performance data, user needs, or system changes, developed through experience monitoring training outcomes or supporting continuous improvement efforts.
• Demonstrated ability to build and maintain collaborative relationships across divisions or program areas, acquired through experience partnering with management, trainers, or project teams to align procedures and training strategies.
• Progressive experience interpreting and communicating the impacts of system updates, service pack rollouts, or process changes, developed through roles requiring ongoing system monitoring or liaison responsibilities.
• Demonstrated ability to quickly learn and apply new and complex information, technologies, or procedures, gained through prior work adapting to evolving systems, tools, or program requirements.
• Demonstrate ethical leadership, professionalism and sound judgment. Maintain confidentiality, act with integrity, accept accountability for decisions and support difficult decisions. and consistently represent the organization in a trustworthy manner.
• Demonstrated ability to provide professional service to internal and external customers. Demonstrate respect, responsiveness and commitment to serving the public while balancing organizational priorities.

Equity Competencies:

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.
• Uses an equitable and inclusive approach.

Learn about our Core Equity Competencies to understand the foundational skills, mindsets, and approaches we value and cultivate in our workforce.

Preference may be granted to candidates who possess the following:

Bachelor’s degree in business administration, public administration, law, public health, health administration, or a related field AND two years of demonstrated in-depth knowledge and understanding of a division’s business processes within the Department of Revenue.

OR

Two years of demonstrated in-depth knowledge and understanding of the Taxpayer Services division’s business processes and procedures which include 1 year of professional experience in one (or more) of the following areas:

• Work performed supporting a large technology project similar to ATLAS in any of the functions below.
• Developing, implementing, tracking, performing, and evaluating system testing and results.
• Researching, analyzing, and recommending solutions for multidimensional problems having broad scope and impact to the agency, partners, and the public.
• Fulfilling a role as power user, deskside support, or trainer for any phase of project.
• Leading agency process improvement teams.
• Implementing long-range strategies plans.
• Work performed at the supervisor or lead level within a team or unit in Taxpayer Services.

Additional experience may substitute year for year for education.

• Demonstrated in-depth knowledge and understanding of the Taxpayer Services division’s business processes and procedures, including:
• Knowledge of BLS processes and interactions with BLS Partners and customers.
• Knowledge of TIC processes and interactions with teams and customers.
• Coordinating, developing, implementing, and presenting training to staff on a team or unit in Taxpayer Services.
• Experience in Microsoft Office tools such as Word, Excel, PowerPoint, PowerBI, and Project.
• Experience creating E-learning training using Articluate 360 or similar software.

This position is covered by a collective bargaining agreement between the Department of Revenue and the Washington Public Employees Association (WPEA).

The Department of Revenue is proud to be an equal opportunity employer. We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses. We encourage you to apply.